This report delves into the Customer Experience Management (CEM) strategy of Vodafone Australia, a leading telecommunications company. It examines key CEM concepts, analyzes customer segments, and maps customer journeys to identify areas for improvement. The report also recommends specific CEM strategies to enhance customer satisfaction and build a customer-centric organization. The analysis is based on real-world data and insights, providing actionable recommendations for Vodafone Australia to optimize its customer experience.